KCS Program Manager

Description

The KCS Program Manager is a thought leader who works closely with internal support agents, managers, and stakeholders to deliver authoring, publishing, management, and governance using KCS methodologies and best practice standards to ensure division-wide knowledge sharing.

Responsibilities

• Responsible for the development, implementation, and continued improvement of an enterprise-wide Knowledge Management strategy.
• Implement the KM strategy by creating plans and executing on deliverables in collaboration with Tyler CX Center of Excellence leadership.
• Function as the Project Manager for the ERP KCS Adoption Team; coordinate design activities, complete the KCS Opportunity Assessment Survey, establish and drive regular meetings with the adoption team, and advise and educate on search engine optimization.
• Collaborate with enablement managers to define and deliver a comprehensive training program that incorporates all roles in the KM strategy.
• Create a culture of knowledge sharing by communicating the vision and shifting support teams to the role of proactive knowledge workers.
• Develop training materials, including video overviews of self-service best practices for both agents and customers, product documentation, help articles, and user guides.
• Audit existing content, create a migration plan, and execute on the plan with the adoption team.
• Pilot the process with existing tools in ERP & Schools before solution search.
• Regularly report on performance metrics and insights as they pertain to the program to assist leadership in driving continuous improvement.
• Establish clear accountability in all managers to make KCS a core competency, integral to business processes and success.
• Design, implement, and create a consistent experience that continuously improves the online customer experience.
• Lead efforts for agent search adoption, including conducting usability audits, surveying agents on functionality and relevancy, and creating and delivering action plans based on outcomes.
• Deploy and ensure the ongoing success of the Knowledge Management Program for managing content, including content development, maintenance strategies, and key performance indicators to manage program efficiency.
• Establish and communicate the change-management process to leadership

Qualifications

The KCS Program Manager must be able to:

• Influence without authority and drive success in highly complicated technology environments involving multiple teams.
• Define and measure self-service success for staff and clients.
• Ensure KM program adoption and proficiency within the organization.
• Demonstrate project leadership and excellent organization and prioritization skills, managing multiple projects/priorities simultaneously.
• Demonstrate a technical understanding of web application, knowledge management, content management, and search tools architecture.
• Demonstrate the ability as a facilitator and consensus builder to analyze and understand business processes and unite for success.
• Form trusted advisor relationships and establish collaborative relationships with Knowledge Workers and Tyler-wide counterparts to ensure organizational consistency and issue resolution.
• Demonstrate expert knowledge of the KCS concept, problem management, tools and procedures, and KM/content strategy concepts, such as taxonomy, content life cycle, and governance.
• Demonstrate a creative ability to cultivate a global perspective and innovate to promote self-service success.
• Complete highly challenging tasks independently/interdependently.
• Maintain composure under pressure and accurately assess and resolve problem situations.
• Work effectively in a fast-paced, team-based, customer service-oriented environment.
• Recognize and react appropriately to the complexity and criticality of incidents related to the knowledge management function.
• Demonstrate the ability to present status updates and recommendations to executive leadership.
• Maintain a courteous, professional, and confident demeanor.